Persist PLC (Persist) has been established for five years. It has succeeded, as a manufacturer of affordable

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Persist PLC (Persist) has been established for five years. It has succeeded, as a manufacturer of affordable domestic furniture, and has captured a small but significant market share of the retail market. Persist is, and has always has been, managed by a tightly-knit four-person team consisting of: Peter (sales manager), Rick (production manager), Russel (despatch manager), and Simon (production foreman). The firm employs some 120 people and prides itself on being seen as very responsive to its customers' needs. This responsiveness comes at a high price and leaves little time for internal communication and much-needed coordination. The following is an extract that mirrors a fairly common occurrence at Persist. Customer (PQR retail store): "Peter, you haven't delivered my order yet. It's late again!" Peter (Sales manager at Persist): "I'll look into it right away". Peter phones Rick (production manager): "Rick, where is the order for PQR?" Production Manager (Rick): "I told Russel not to be late again. Let me check". Rick phones Russel (despatch manager): "Russel, why haven't you delivered the order to ABC yet?" Despatch Manager (Russel): "I'm still waiting for Simon to send it over to our warehouse" Rick phone Simon (production foreman): "Simon, where is that order for PQR that the need urgently?" Foreman (Simon): "You didn't tell me it was more urgent than the UST order, and they've been on my case since last week. I haven't even started PQR's." Rick: "Oh come on Simon, can't anyone get a job done on time in this place? What do you guys think you get paid for?"

Evaluate the verbal communication, specifically try to isolate and evaluate any dysfunctional statements. Assess how you would advise this firm to deliver on time for its clients, build a better reputation and be more profitable.